HOW TO RESOLVE YOUR CONCERN
At Virgin, we pride ourselves on our award-winning customer service.
If you have been unsuccessful at resolving your concern, you can escalate your concern with our Virgin Management Team via chat or email.
ADDITIONAL STEPS YOU CAN TAKE
You're super important to us so we want to make sure we do everything we can to resolve your issue.
If you are unable to reach a satisfactory resolution to your problem, the Canadian Radio-Television and Telecommunications Commission (CRTC) or the Commission for Complaints for Telecom-television Services (CCTS) may be able to assist you.
The CRTC is an independent agency of the Government of Canada responsible for the regulation of telecommunications companies.
For regulated services, contact the CRTC at:
Canadian Radio-television and Telecommunications Commission
Canada, K1A 0N2
Commission for Complaints for Telecom-television Services (CCTS)
CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge.
If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.
To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.
Please note that the CCTS won't be able to answer questions about the categories listed below.
Categories outside of CCTS scope:
- Pricing of products or services
- Content or an application downloaded from the Internet
- Broadcasting content
- Privacy concerns
- 900 and 976 services
If you've got a question or concern about one of these categories or anything else, please email us.